Logs, Monitoring and Statistics

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An overview of measuring tools available in VCC Live® Desk.

Table of Contents

Logs

Logs provide detailed records of your calls, chat and email entries, user activities and status.

Log Description
CDR A call detail record. It includes details of all incoming and outgoing call data for a specific project. Data includes details such as caller and called contact’s name, call time and duration, terminated and rejected calls, as well as call voice recordings. See CDR Log.
Chat Includes all chat data, including transcripts. See Chat Log.
Email Includes the total number of emails sent, as well as email size, direction, and more. See Email Log.
Mobile CDR Includes all details of incoming and outgoing call data handled via the VCC Live® App for a specific project. Data includes caller and called contact’s name, call time and duration, terminated and rejected calls, as well as call voice recordings. See Mobile CDR Log.
SMS Includes the total number of SMS sent, template used, results, calculated costs, and more. See SMS Log.
User Activity Includes logs for what activities supervisor users have attempted or managed to carry out, including log-in requests, setting updates, deletion of a Robinson list entry, and more. See User Activity Log.
User State You can keep track of agents’ states to find out, for example, when agents are on a call, use a break code, log in or out, or exceed the allowed break limit. See User State Log.

Monitoring

Monitoring tools enable you to observe and check your calls, users, and quotas.

Monitoring Description
Call Wallboard You can track current changes in the number of calls. See Call Wallboard.
Inbound Wallboard You can track current changes in the number of incoming calls. See Inbound Wallboard.
Real-Time Monitoring You can monitor user status and inbound/outbound calls in real time. See Real-Time Monitoring.
Quota Wallboard You can track current changes related to your quotas. See Quota Wallboard.

Statistics

Statistics present quantitative data about your databases, dispositions, calls, and more.

Statistics Description
Database An overview of your database. See Database Statistics.
Disposition An overview of your disposition statistics. See Disposition Statistics.
Global Call An overview of call statistics for all projects. See Global Call Statistics.
Global Inbound Reports for all inbound calls, including SLA (time allowed for answering calls), total number of calls, currently queuing calls, picked-up-in-time calls, etc. See Global Inbound Statistics.
Project-Specific Call Includes all outgoing call data for a specific project. See Project-Specific Call Statistics.
Project-Specific Inbound Includes all incoming call data for a specific project. See Project-Specific Inbound Statistics.
Project-Independent CDR Search Allows you to search CDR (Call Detail Record) logs. See Project-Independent CDR Search.
Weekly Inbound An overview of your weekly inbound call statistics. You can also get tips on the ideal number of agents for your project based on recent statistics. See Weekly Inbound Statistics.
Webhook An overview of recent and ongoing Webhook activities, including global and project-specific requests. See Webhook Statistics.

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